General Manager, Service & Spare Parts at KPMG

Detailed Job Description
Provides leadership and direction to the Dealership team:

• Personally demonstrates and encourages the Service team to exhibit values and Customer centric behaviours in their daily activities and in all interactions with customers  
• Role model who sets high standards of behaviour and ethics for all staff at the service centres
• Builds and develops a stable team that works together to drive and deliver performance
• Promotes a culture of learning and development, leading by example by constantly seeking to improve own skills and performance
• Ensures that legal, environmental and health and safety requirements are adhered to by all, while ensuring the safety and security of people, vehicles and property
• Works with Executive Director to set the strategic direction for the business in line with the company’s overall strategic objectives
• Creates, communicates and implements company’s service strategy, policy and business planning for short, medium and long term
• Builds influential relationships with manufacturers, professional bodies and statutory representatives
• Ensures service facilities are managed to support the brands represented and to meet the needs of the business and legal/statutory compliance requirements (e.g. managing and monitoring various facilities, managing maintenance and security of existing equipment & buildings, Health & Safety)
• Works with Executive Director to develop Marketing/PR strategies for the Service division and becomes involved in its implementation
• Works with Executive Director to develop financial targets and budgets for the different service locations, and works with brand or branch managers to translate them into targets for their teams
• Develops stretching yet achievable budget profit plans which reflect company and manufacturer benchmarks
• Monitors financial progress and takes action to meet targets agreed in the business plan/budget
• Ensures operational efficiency of all brands and service locations by monitoring cash flow, stocks, assets and liabilities to deliver overall profit targets
• Examines accounts, operating controls and composite figures to initiate improvement as required
• Controls costs and expenditure within budgets, reviewing all debtor situations (customer and warranty) on a weekly/monthly basis
• Increases profitability by continually reviewing the financial structure and making adaptations (e.g. labour and warranty rates, service discounts, parts and labour pricing)
• Monitors and sanctions all Service expenditure personally or via delegated structures
• Works with the Executive Director to continually innovate and revamp systems and processes to stay ahead of competition and continually delight customers.
• Fosters positive OEM/Company relationships and meets agreed standards and objectives
• Sets, agrees and achieves division’s profit margins as defined within a company budget
• Sets, agrees and achieves individual brand/branch Key Performance Indicators with each Manager
• Reviews administrative systems, processes and personnel needs to ensure the company is operating within consumer/business law and requirements
• Ensures that effective processes, policies, systems and measurements are in place
• Constantly monitors and applies best management and operational practice principles from the wider automotive industry
• Ensures adequate measures are taken for the physical security of company assets. i.e. premises, equipment, vehicle and parts stocks
• Ensures the company’s database is operated effectively and meets the current Data Protection legislation
• Works with and actively encourages colleagues to seek out and deliver continuous improvements to the service provided to customers
• Manages and develops own team by recruiting, coaching, developing and implementing performance management across the business
• Works with managers and staff to monitor training needs and ensure that training and development plans are in place and adequately approved (where necessary by the Executive Director) in addition access to learning resources
• Works with managers to plan staffing levels and ensure that staff across the company are effectively recruited, managed, developed and rewarded
• Promotes team working and effective communication across the Service locations (e.g. by organising regular team meetings, sharing information)
• Develops and implements a logical succession plan for the whole service business

Required Qualifications and Experience

• Bachelor's degree in Business Administration or a related area.
• An advanced degree, such as a Master of Business Administration (MBA)
• Technical Experience in Automotive Industry
• Experience in management of profit and loss within a business or business unit.
• Prior leadership experience (in the automotive sector is a plus)
• Strong customer service focus
• Experience in automotive KPI reporting
• Financial Planning skills
• Strategic Thinking/Planning skills
• People Management
• Strong Interpersonal/Communication skills
• Negotiation skills